Employee Experience Operations IT Specialist (Mandarin and Vietnamese language Support)

Roche; Petaling Jaya; On-site; MYR 150,000 - 200,000; Full time

Job summary

An innovative healthcare company is seeking an entry-level IT Support Specialist to enhance customer experience through effective technical support. The ideal candidate will assist users with software and hardware issues while offering first-level support and managing service requests. Strong communication skills in English and Mandarin are essential, alongside a Bachelor’s degree. Join us to foster a healthier future while expanding your technical expertise in a collaborative environment.

Qualifications

• 0-1 years of experience in a call center, help desk, or IT desk-side support environment.
• Strong communication skills in English, Mandarin, and Vietnamese.
• Desirable: ITIL Foundation Course.

Responsibilities

• Support Standard and Non-Standard Software and Hardware.
• Manage the ticket lifecycle and ensure user satisfaction.
• Contribute to knowledge management and self-service options.

Skills

Communication skills

Technical support

Customer-centric mindset

Education

University Bachelor’s degree

Job description

At Roche, you can show up as yourself, embraced for the unique qualities you bring. Our culture encourages personal expression, open dialogue, and genuine connections, where you are valued, accepted, and respected for who you are, allowing you to thrive both personally and professionally. This is how we aim to prevent, stop, and cure diseases and ensure everyone has access to healthcare today and for generations to come. Join Roche, where every voice matters.

The Position

To provide a seamless and positive experience for our customers who contact us via multiple channels. Opens and closes service requests and incidents, as well as manages the classification, assignment, tracking, and completion of requests. Drives overall customer satisfaction through individual and departmental Key Performance Indicators (KPIs).

You will be :

• Main tasks include, but are not limited to, 1st Level Support: Supports Standard Software (e.g., Windows 11, Apple OS, Adobe Products, etc.) and Non-Standard Software, Supports Applications. Provides first-level support for incidents concerning global applications, such as the Google suite, Microsoft Office, document management tools, conferencing tools, MAC applications & specific business applications. Supports Standard and Non-Standard Hardware & infrastructure (e.g., laptops, desktops, tablets, mobile devices, monitors & printers). Supports Hardware Service Requests.
• Provides first-level assistance for requesting hardware locally. Supports Software & Other Service Requests. Provides first-level assistance for requesting software locally. Advises end users on software packages that best fit their needs (free versions vs. premium versions, etc.). Handles IT Incidents & Requests received via multiple communication channels (phone, email, chat, self-service portal). Troubleshoots, prioritizes issues, manages access rights, etc.
• Coordinates the end-to-end ticket lifecycle, manages the lifecycle of tickets: opens & closes service requests & incidents in the ticketing tool. Manages classification, assignment, tracking, & completion of requests, informing end users where applicable. Escalates incidents/requests to level 2 support if necessary.
• Knowledge Management: Contributes to building knowledge by writing & reviewing articles, posting messages in communities, etc. Creates & maintains end-user instructions in cooperation with Adoption Services.
• Outputs & Deliverables: Ensures excellent end-user experience through soft skills and a customer-centric mindset. Invests in self-learning, keeps up-to-date with new services, and enhances technical expertise in areas like the Google suite, document management tools, conferencing tools, etc. Guides end users on self-service options, shares guides, and demonstrates Service Portal capabilities. Instructs end users on how to best use Roche tools & services.
• Additional Roles/Opportunities: Performs auxiliary responsibilities as aligned and approved by the Team Leader, with scope and requirements provided by the project/focus area/team lead. Responsible for duties in line with SHE (Safety, Security, Health, and Environmental) guidelines and applicable law, including mandatory training and following procedures.

Who you are

• We seek an individual with 0-1 years of broad-ranging experience in a call center, help desk, or IT desk-side support environment.
• You hold a University Bachelor’s degree.
• Desirable: ITIL Foundation Course.
• Strong communication skills in English, Mandarin, and Vietnamese (written and spoken) are essential. Additional languages are necessary for Mandarin Chinese (supporting China, Taiwan, Hong Kong, and Vietnam).

Who we are

A healthier future drives us to innovate. Over 100,000 employees worldwide are dedicated to advancing science, ensuring access to healthcare for all. Our efforts have resulted in over 26 million people treated with our medicines and over 30 billion tests conducted using our Diagnostics products. We empower each other to explore new possibilities, foster creativity, and keep our ambitions high to deliver life-changing healthcare solutions that make a global impact.

Let’s build a healthier future, together.

Roche is an Equal Opportunity Employer.